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[{"key": "dc.contributor.advisor", "value": "Olbertz-Siitonen, Margarethe", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Lohilahti, Ella", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-06-16T07:48:13Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-06-16T07:48:13Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/76591", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Ep\u00e4asiallisen asiakask\u00e4ytt\u00e4ytymisen voidaan ajatella olevan maailmanlaajuinen ongelma (Sliter & Jones, 2016, s. 208). Monet tutkijat (Grandey et al., 2007; Wilson & Holmwall, 2013; ja LeBlanc & Kelloway, 2002) v\u00e4itt\u00e4v\u00e4t, ett\u00e4 ep\u00e4asiallinen k\u00e4yt\u00f6s asiakkailta on yleisemp\u00e4\u00e4 kuin ep\u00e4asiallinen k\u00e4yt\u00f6s kollegoilta tai ty\u00f6njohtajilta. Silti siit\u00e4 on vain niukasti tutkimuksia. Useat tutkijat (Grandey et al., 2004; ja Ben-Zur & Yagil, 2005) my\u00f6s v\u00e4itt\u00e4v\u00e4t, ett\u00e4 loppuun palamiset sek\u00e4 ty\u00f6uupumukset ovat ep\u00e4asiallisen asiakask\u00e4ytt\u00e4ytymisen enteit\u00e4. N\u00e4iden asioiden vuoksi se on ongelma ja sit\u00e4 tulisi tutkia enemm\u00e4n.\r\n\r\nT\u00e4m\u00e4n tutkimuksen tavoitteena on tarkastella asiakaspalveluty\u00f6ntekij\u00f6iden n\u00e4kemyksi\u00e4 ja kokemuksia ep\u00e4asiallisesta asiakask\u00e4yt\u00f6ksest\u00e4 ty\u00f6paikoilla Suomessa. Tutkimus keskittyy ty\u00f6ntekij\u00f6iden n\u00e4kemyksiin ep\u00e4asiallisesta asiakask\u00e4yt\u00f6ksest\u00e4 erityisesti rasismin sek\u00e4 syrjinn\u00e4n n\u00e4k\u00f6kulmasta. Sen lis\u00e4ksi tutkimuksen toisena tavoitteena on tutustuttaa lukija ep\u00e4asiallisen asiakask\u00e4yt\u00f6ksen moniin muotoihin, joita n\u00e4m\u00e4 ty\u00f6ntekij\u00e4t t\u00e4ss\u00e4 tapauksessa olivat kokeneet ty\u00f6paikalla. Lukija saattaa parantaa tai edist\u00e4\u00e4 omaa tiet\u00e4myst\u00e4\u00e4n t\u00e4st\u00e4 yleisest\u00e4 asiakaspalvelualoilla kohdatusta ilmi\u00f6st\u00e4 ja ehk\u00e4p\u00e4 lukijan oma asenne ja k\u00e4yt\u00f6s asiakaspalveluty\u00f6ntekij\u00f6it\u00e4 kohtaan muuttuvat tarvittaessa.\r\n\r\nTutkimus on kvalitatiivinen ja tiedonkeruumenetelm\u00e4n\u00e4 k\u00e4ytettiin kysely\u00e4. Kolmetoista asiakaspalveluty\u00f6ntekij\u00e4\u00e4 eri aloilta vastasi kyselyyn. Analyysimenetelm\u00e4n\u00e4 on teema-analyysi. Teema-analyysi\u00e4 voidaan k\u00e4ytt\u00e4\u00e4 kvalitatiivisissa tutkimuksissa esimerkiksi sis\u00e4ll\u00f6n koodaamiseen.\r\n\r\nTulokset osoittivat, ett\u00e4 osallistujat olivat kokeneet erilaisia ep\u00e4asiallisen asiakask\u00e4ytt\u00e4ytymisen muotoja. N\u00e4m\u00e4 olivat rasismi ja syrjint\u00e4, ennakkoluuloinen k\u00e4ytt\u00e4ytyminen oletettua kansallisuutta kohtaan, aggressio ja v\u00e4kivalta sek\u00e4 hienovaraiset huonon k\u00e4yt\u00f6ksen muodot. Ep\u00e4asiallinen asiakask\u00e4yt\u00f6s ei ollut harvinainen kokemus n\u00e4iden kyseisten osallistujien kesken, sill\u00e4 melkein kaikki osallistujat kertoivat kokeneensa ep\u00e4asiallista k\u00e4yt\u00f6st\u00e4 asiakkailta kuukausittain tai jopa viikoittain. Tutkimuksen osallistujat kertoivat k\u00e4ytt\u00e4v\u00e4ns\u00e4 tiettyj\u00e4 selviytymisstrategioita kokiessaan ep\u00e4asiallisuutta. N\u00e4m\u00e4 strategiat olivat sosiaalisen tuen haku, suunnitelmallinen ongelmanratkaisu, et\u00e4\u00e4nnytt\u00e4minen, itsekontrollointi, itsens\u00e4 harhauttaminen oikealta tunteelta ja kohtaaminen. Tulokset vahvistavat jo olemassa olevaa teoriaa sek\u00e4 edellisten tutkimusten tuloksia.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer incivility (i.e., rude and discourteous behaviour by customers) can be regarded as an issue around the world (Sliter & Jones, 2016, p. 208). Many researchers (e.g., Grandey et al., 2007; Wilson & Holmwall, 2013; and LeBlanc & Kelloway, 2002) claim that incivility is more frequent from customers (i.e., organizational outsiders) than from colleagues or supervisors (i.e., organizational members) but there is still only scant research of incivility from customers. Several researchers (e.g., Grandey et al., 2004; and Ben-Zur & Yagil, 2005) also argue that customer incivility can predict, for example, job burnouts and emotional exhaustion. Therefore, customer incivility is an issue which needs to be addressed and researched.\r\n\r\nThe aim of the present study is to examine customer service employees\u2019 perceptions and experiences of customer incivility at work in Finland. First, the study focuses particularly on racism and discrimination from the viewpoint of perceived customer incivility. The second aim of the study is to introduce the many forms of customer incivility experienced by the participants in the sample. Lastly, the study aims to increase understanding and awareness of customer incivility and change the reader\u2019s attitudes or behaviours towards customer service employees if necessary.\r\n\r\nThe research is qualitative, and it employs a questionnaire as a data collection method. Thirteen customer service employees from different occupations responded to the questionnaire, thus, their accounts are examined. The method used to analyse the data is a theory-guided thematic analysis. Thematic analysis can be used in a qualitative study for, for example, coding the content.\r\n\r\nThe findings indicate four different forms of mistreatment from customers in the sample. These four forms of mistreatment are racism and discrimination, prejudicial behaviour against assumed national origin, aggression and violence, and ambiguous forms of incivility. In the sample, customer incivility is not a rare experience since almost all participants reported to have experienced it monthly, or even weekly. The participants report that they utilize some coping strategies to deal with customer incivility. These strategies were seeking social support, planful problem solving, distancing, self-controlling, distracting oneself from the actual emotion, and confronting. The findings validate existing theories and findings from previous research.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-06-16T07:48:13Z\r\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-06-16T07:48:13Z (GMT). No. of bitstreams: 0\r\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "78", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "ep\u00e4asiallinen asiakask\u00e4ytt\u00e4ytyminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ep\u00e4kohteliaisuus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakasty\u00f6ntekij\u00e4 vuorovaikutus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "vuorovaikutus t\u00f6iss\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "\"Haes tytt\u00f6 joku osaava paikalle\": customer incivility at work : a qualitative study of customer service employees' accounts", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202106163790", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Humanistis-yhteiskuntatieteellinen tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Humanities and Social Sciences", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Kieli- ja viestint\u00e4tieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Language and Communication Studies", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Intercultural Management and Communication", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Intercultural Management and Communication", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "3136", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "vuorovaikutus", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "rasismi", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "syrjint\u00e4", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "ty\u00f6ntekij\u00e4t", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "kulttuurienv\u00e4linen viestint\u00e4", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "ep\u00e4asiallinen kohtelu", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "ik\u00e4syrjint\u00e4", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer service", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "interaction", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "racism", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "discrimination", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "employees", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customers", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "intercultural communication", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "inappropriate treatment", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "age discrimination", "language": "", "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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